Sr. Manager, IT Infrastructure Services Experience

Vertiv•Westerville, OH

15h•Onsite

About The Position

The IT Senior Manager, Infrastructure Services Experience is a senior leadership role responsible for two strategically interconnected functions: Infrastructure IT /Program Project Management and ServiceNow Strategic Product (Interim). This individual leads a team of Infrastructure IT Project Managers who drive delivery of complex, global infrastructure programs, while simultaneously owning the ServiceNow program strategy, development roadmap, and operational governance. This role serves as the connective tissue between infrastructure project execution and the enterprise IT project management platform — ensuring that the tools, processes, and people required to deliver infrastructure programs are aligned, governed, and continuously improving. The position is a key stakeholder in the Global PMO governance model, the Change Advisory Board (CAB/GCAB), and the enterprise ServiceNow Program. This position will be based onsite at Vertiv's HQ location in Westerville, OH.

Requirements

Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field; equivalent experience considered
10+ years of progressive experience in IT project management, program management, or IT platform product ownership, with a minimum of 5 years in a people management or senior leadership role
Demonstrated experience leading infrastructure IT project portfolios — including data center, facilities, networking, endpoint, hosting, or related infrastructure domains — in a global enterprise environment
Strong understanding of project management methodologies (Waterfall, Agile/Scrum, hybrid) and enterprise PMO governance frameworks
Experience managing agile development teams — including sprint planning, backlog management, and iterative delivery
Demonstrated ability to translate business requirements into platform features, user stories, and acceptance criteria
Strong financial acumen — experience managing project budgets, cost plans, and financial reporting within a portfolio management platform
Excellent executive communication and stakeholder management skills — able to present complex portfolio and platform information clearly to senior leadership
Experience supporting SOX compliance, audit readiness, and IT governance requirements

Nice To Haves

Advanced degree (MBA or MS in Information Systems, Computer Science, or related discipline or experience)
Experience with ServiceNow various modules.
Experience with enterprise project management tools and platforms (ServiceNow SPM, Smartsheet, MS Project, Jira) and their integration into a unified PMO ecosystem
Familiarity with IT financial management frameworks — including CapEx/OpEx classification, IT ARB governance, and demand approval workflows
Experience in a global manufacturing or technology enterprise with multi-region IT operations
Background in IT infrastructure domains: data center operations, network infrastructure, endpoint management, facilities build, site expansion, or hosting services
Experience with CMDB strategy, IT asset management, and ITOM Discovery in ServiceNow

Responsibilities

Define and execute the integrated strategy for Infrastructure IT Program/Project Management and the ServiceNow program, ensuring both functions are aligned with enterprise IT and business objectives
Serve as a senior leader within the Global IT PMO, contributing to portfolio governance, demand management, resource planning, and project delivery standards
Represent Infrastructure IT project delivery and the ServiceNow program in executive-level forums, steering committees, and governance bodies (CAB, GCAB, IT ARB)
Partner with IT Team Leaders, Program Managers, and business stakeholders to ensure infrastructure project demand is properly captured, prioritized, and resourced within the ServiceNow program
Drive continuous improvement in project delivery methodology, PMO standards, and platform capabilities across both functions
Lead, mentor, and develop a team of Infrastructure IT Project Managers responsible for delivering programs across Facilities, Hosting, Core Services, Endpoint Engineering, Site Expansion, Tech Debt (Hardware Replacement/Maintenance), and related infrastructure domains
Define team structure, roles, and performance expectations; manage hiring, performance management, and succession planning
Foster a culture of accountability, delivery excellence, and continuous learning across the project management team
Oversee the ServiceNow program and ensure the team is staffed, skilled, and aligned to deliver platform capabilities on the SPM roadmap
Develop team capabilities in agile delivery, ServiceNow program administration, and enterprise project management best practices
Provide senior oversight and governance for the Infrastructure IT project portfolio — spanning Facilities Build, Site Expansion, Hosting, Core Services, Endpoint Engineering, and Tech Debt programs
Ensure all infrastructure projects are properly initiated, scoped, resourced, and tracked within the ServiceNow SPM platform in alignment with PMO standards
Monitor portfolio health across all active infrastructure programs; identify risks, dependencies, and resource constraints; escalate and resolve issues proactively
Ensure project managers maintain accurate project data, schedules, cost plans, and status reporting within ServiceNow to support portfolio-level visibility and executive reporting
Serve as the senior escalation point for infrastructure project issues, scope changes, and stakeholder conflicts
Define and enforce project delivery standards, templates, and governance processes for the Infrastructure IT project management team, aligned with the Global PMO framework
Ensure all infrastructure projects follow the appropriate project lifecycle (Small, Medium, Large, Facility) using PMO-approved templates and gate review processes
Oversee project initiation, requirements gathering, design and planning, implementation, and go-live phases for infrastructure programs, ensuring quality and consistency
Ensure project managers participate in and support the Change Advisory Board (CAB/GCAB) process for infrastructure-related changes, including Standard, Normal Major, and Emergency changes
Drive adoption of demand management processes — ensuring infrastructure project requests are submitted, evaluated, and approved through the ServiceNow demand workflow prior to project initiation
Partner with IT Team Leaders (e.g., Infrastructure, Facilities, Core Services, Desktop Teams) and business stakeholders to align project priorities with organizational needs and budget constraints
Manage the infrastructure project portfolio budget, ensuring cost plans are accurate, approvals are obtained per the demand approval matrix, and actuals are tracked through Oracle integration in ServiceNow
Provide regular portfolio status reporting to senior IT leadership, including project health, milestone achievement, budget performance, and risk exposure
Ensure project managers effectively manage stakeholder communications, escalations, and executive reporting throughout the project lifecycle
Oversee resource planning and capacity management for the Infrastructure IT project portfolio, ensuring project managers and technical resources are appropriately allocated
Leverage ServiceNow SPM resource management capabilities (timekeeping, capacity planning) to provide visibility into resource utilization and identify capacity constraints
Partner with IT Team Leaders to resolve resource conflicts and ensure critical infrastructure programs are appropriately staffed
Serve as the enterprise ServiceNow Program Owner owning the product vision, backlog, and multi-year capability roadmap
Help Define and prioritize the ServiceNow requests and backlog
Representing the needs of IT Project Managers, Program Managers, Portfolio Managers, Business Stakeholders, and IT leadership in all platform decisions, ensuring the platform delivers measurable value to its user community
Evaluate and prioritize emerging ServiceNow capabilities against organizational readiness and strategic value
Align the ServiceNow program ensuring platform capabilities support the organization's evolving project and portfolio management maturity
Help maintain the ServiceNow product backlog; define, refine, and prioritize user stories, features, and epics in alignment with stakeholder requirements and strategic objectives
Ensure features are clearly defined, acceptance criteria are established, and release decisions are made in alignment with business readiness and platform stability
Prioritize features based on business value, user impact, compliance requirements, and technical dependencies — adjusting priorities dynamically as organizational needs evolve
Ensure working software is delivered on a regular cadence, with each release validated against acceptance criteria and communicated to the user community
Establish and enforce ServiceNow program governance standards — including data quality requirements for demands, projects, resources, and financials
Help leverage ServiceNow platform analytics (e.g., PMO Data Quality Dashboard) to monitor data completeness, identify reporting gaps, and drive corrective action across the project management community
Assist driving ServiceNow platform adoption across the IT community through training, communications, and change enablement
Oversee ServiceNow program integrations with enterprise systems, including Oracle (PO Actuals integration), CMDB/ITOM Discovery, and other IT platforms
Ensure the Investment Portal and financial planning capabilities within ServiceNow provide accurate, real-time visibility into IT investment actuals and forecasts
Partner with IT architecture and security teams to ensure ServiceNow program configurations meet enterprise architecture standards, data governance requirements, and security controls
Contribute to the Global IT PMO governance framework — including project delivery standards, demand management processes, portfolio review cadences, and reporting standards
Ensure infrastructure project managers and the ServiceNow program collectively support the PMO's mission to deliver projects on time, on budget, and within scope
Participate in portfolio management reviews, steering committees, and executive reporting forums as a senior PMO leader
Ensure all infrastructure project changes and ServiceNow platform changes are submitted, reviewed, and approved through the appropriate CAB/GCAB/ECAB/LCAB process
Ensure project delivery and platform governance practices support SOX compliance, audit readiness, and IT governance requirements
Partner with Digital Risk Management and Information Security to ensure ServiceNow platform data, access controls, and configurations meet enterprise security and compliance standards
Oversee the combined budget for Infrastructure IT Project Management and the ServiceNow platform, ensuring cost plans are accurate and investments are optimized
Provide executive-level financial reporting on portfolio performance, platform investment, and resource utilization

Benefits

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.
OUR STRATEGIC PRIORITIES: Customer Focus, Operational Excellence, High-Performance Culture, Innovation, Financial Strength
OUR BEHAVIORS: Own It, Act With Urgency, Foster a Customer-First Mindset, Think Big and Execute, Lead by Example, Drive Continuous Improvement, Learn and Seek Out Development
Vertiv is a $10.2 billion global critical infrastructure and data center technology company.
We ensure customers’ vital applications run continuously by bringing together hardware, software, analytics and ongoing services.
Our portfolio includes power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network.
Headquartered in Columbus, Ohio, USA, Vertiv employs around 20,000 people and does business in more than 130 countries.
No calls or agencies please.
Vertiv will only employ those who are legally authorized to work in the United States.
This is not a position for which sponsorship will be provided.
Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Vertiv is an Equal Opportunity/Affirmative Action employer.
We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.
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